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Hotel employee perceptions of manage...

Pandit, Ravindra Vinayak.

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Hotel employee perceptions of management practices and customer satisfaction and their relationship to learning and performance orientation.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Hotel employee perceptions of management practices and customer satisfaction and their relationship to learning and performance orientation./
Author:	Pandit, Ravindra Vinayak.
Description:	121 p.
Notes:	Adviser: Sara C. Parks.
Contained By:	Dissertation Abstracts International62-12A.
Subject:	Business Administration, Management. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3036089
ISBN:	0493490574

Hotel employee perceptions of management practices and customer satisfaction and their relationship to learning and performance orientation.
Pandit, Ravindra Vinayak.

Hotel employee perceptions of management practices and customer satisfaction and their relationship to learning and performance orientation. - 121 p.

Adviser: Sara C. Parks.

Thesis (Ph.D.)--The Pennsylvania State University, 2001.

The conceptual framework for this study was drawn from the Adaptive Selling Framework and the Model of Service Employee Management.

ISBN: 0493490574Subjects--Topical Terms:

626628
Business Administration, Management.

Hotel employee perceptions of management practices and customer satisfaction and their relationship to learning and performance orientation.
LDR:02694nam 2200313 a 45 001 933300
005 20110505
008 110505s2001 eng d
020 $a 0493490574
035 $a (UnM)AAI3036089
035 $a AAI3036089
040 $a UnM $c UnM
100 1 $a Pandit, Ravindra Vinayak. $3 1257034
245 1 0 $a Hotel employee perceptions of management practices and customer satisfaction and their relationship to learning and performance orientation.
300 $a 121 p.
500 $a Adviser: Sara C. Parks.
500 $a Source: Dissertation Abstracts International, Volume: 62-12, Section: A, page: 4247.
502 $a Thesis (Ph.D.)--The Pennsylvania State University, 2001.
520 $a The conceptual framework for this study was drawn from the Adaptive Selling Framework and the Model of Service Employee Management.
520 $a The purpose of this study was to complement existing research in customer satisfaction and suggest the need to evaluate management practices as perceived by employees, employee learning and performance orientations in hotels and the role of employee self efficacy, and their effects on customer satisfaction as perceived by the employees.
520 $a The results suggest that the effect of learning orientation on employee perceptions of customer satisfaction occurs through performance orientation. The analysis revealed that the relationships found with the overall sample were being driven by the low self-efficacy sub-sample. In this sub-sample, the effect of learning orientation disappears when both are simultaneously introduced into an equation. This suggests that the effect of a learning orientation occurs as a result of motivating a performance orientation. With the high self-efficacy sub-sample, a performance orientation does not influence customer satisfaction. With high self-efficacious employees it is only learning orientation that matters. No matter what the employee's self-efficacy is, a learning orientation drives the employee perceptions of customer satisfaction.
520 $a The effect of learning and performance orientations of employees with low and high self-efficacy levels on their perceptions of customer satisfaction provided new insights. No matter what the level of self-efficacy in employees, their learning orientation seems to drive their perceptions of customer satisfaction as well as motivate performance orientation. (Abstract shortened by UMI.)
590 $a School code: 0176.
650 4 $a Business Administration, Management. $3 626628
650 4 $a Education, Business. $3 1017515
690 $a 0454
690 $a 0688
710 2 0 $a The Pennsylvania State University. $3 699896
773 0 $t Dissertation Abstracts International $g 62-12A.
790 $a 0176
790 1 0 $a Parks, Sara C., $e advisor
791 $a Ph.D.
792 $a 2001
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3036089